Terms of Service
Legal terms governing customer accounts, digital menu browsing, cloud kitchen orders, billing, delivery fulfillment, food safety, and dispute resolution.
1. Service Agreement & Eligibility
These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "User", "you") and BlazeEats Private Limited ("Company", "BlazeEats", "we", "our", "us"), governing your access to and use of our digital platforms, mobile interfaces, cloud kitchen ordering systems, and delivery services.
By accessing the Platform, creating an account, browsing menus, adding items to your cart, or placing a food order, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms in their entirety, you must immediately cease all access and use of the Platform.
Eligibility: You must be at least 18 years of age and legally competent to enter into a binding contract under the Indian Contract Act, 1872. By using the Platform, you represent and warrant that you meet all eligibility criteria.
2. Account Registration & OTP Verification
To maintain account integrity and prevent unauthorized transactions:
- Phone Authentication: You must register using a valid, active Indian mobile telephone number (+91) capable of receiving SMS One-Time Passwords (OTPs). You are solely responsible for maintaining the confidentiality of your credentials and devices.
- Account Responsibility: All orders, communications, and activities originating from your authenticated mobile number are conclusively deemed to have been authorized by you.
- Single Account Policy: Creating multiple accounts to circumvent coupon limits, exploit referral rewards, or engage in abusive ordering practices is strictly prohibited and will result in immediate account termination.
4. Order Acceptance & Platform Cancellation Right
When you place an order, it constitutes an offer to purchase food from our cloud kitchens:
5. Delivery Timelines, Estimates & Force Majeure
Our logistics system is engineered for prompt meal fulfillment:
- Estimated Delivery Times (30–45 Mins): Delivery times displayed during checkout are approximate estimates only and do not constitute guaranteed contractual deadlines.
- External Factors & Delays: Delivery times may fluctuate due to heavy road traffic, severe weather events (monsoon downpours, waterlogging), kitchen rush periods, festival surges, or checkpoint delays. You agree that delivery delays resulting from such external circumstances do not entitle you to cancellation, monetary damages, or compensation once food preparation has commenced.
6. Customer Delivery Obligations & Unreachable Protocol
To ensure successful meal delivery, the customer is subject to strict delivery obligations:
You must provide complete and accurate delivery details (flat/house number, building name, landmark, and accessible contact number) during checkout.
Upon arrival at the destination address, delivery riders will wait for a maximum of 10 minutes and attempt contact via phone calls.
Unreachable Customer / Non-Delivery: If a customer is unreachable, does not answer calls, or refuses to accept the delivery within 10 minutes of rider arrival, the order will be marked as Deemed Delivered / Abandoned. Because the perishable food cannot be restocked or reused due to food safety regulations, zero refund will be issued and the full order amount will be forfeited to cover food preparation and rider dispatch costs.
7. Food Quality, Immediate Consumption & Hygiene
Because BlazeEats prepares fresh culinary items with clean ingredients without excessive artificial preservatives:
- Immediate Consumption Advisory: All hot and cold meals delivered by BlazeEats are perishable and intended for immediate consumption within 2 to 3 hours of delivery.
- Storage Disclaimers: BlazeEats disclaims all liability for food spoilage, bacterial growth, taste degradation, or health issues arising if meals are stored improperly, kept unrefrigerated, or consumed beyond the recommended consumption timeframe.
8. FSSAI Compliance & Allergen Disclaimers
Food safety and statutory compliance are foundational:
Allergen & Cross-Contamination Warning: Our cloud kitchens handle a wide variety of ingredients, including dairy, gluten, nuts, peanuts, sesame, soy, and seeds. While we follow strict sanitization and food separation procedures, we operate commercial kitchens and cannot guarantee 100% allergen-free or trace-free preparation. Customers with severe food allergies must review allergen notices on item cards and order at their own discretion. BlazeEats disclaims liability for adverse allergic reactions where ingredients are disclosed.
9. Payments, GST Invoicing & Financial Settlement
Financial transactions and invoicing comply with Indian commercial laws:
- Authorized Payment Channels: We accept online prepayments through UPI (Google Pay, PhonePe, Paytm, BHIM), Credit/Debit Cards, Net Banking, and authorized digital wallets via Razorpay.
- Goods & Services Tax (GST): In compliance with Indian tax statutes, restaurant food preparation and cloud kitchen delivery services attract 5% GST (or applicable statutory rates), which is computed and itemized transparently at checkout.
- Digital Tax Invoices: Digitally generated GST invoices are made available in your account receipt history upon order completion.
10. Intellectual Property & Brand Ownership
All brand names, logos, wordmarks, UI layouts, graphic designs, recipes, dietary formulations, database structures, and software source code powering BlazeEats are the exclusive intellectual property of BlazeEats Private Limited and are protected by Indian copyright, trademark, and trade secret laws. No user may scrape, mirror, reverse engineer, or commercially exploit any platform materials without our prior written consent.
11. Prohibited Conduct & Account Suspension
Users agree not to engage in any prohibited conduct, including but not limited to:
- Verbal, physical, or behavioral abuse, threats, or harassment directed towards delivery riders or support personnel;
- Filing fraudulent, frivolous, or dishonest refund claims or false reports of missing items;
- Initiating unjustified payment chargebacks with banking institutions after receiving delivered food;
- Using automated scripts, bots, crawlers, or scrapers to access or manipulate the Platform; or
- Attempting to breach, probe, or compromise our infrastructure or payment endpoints.
BlazeEats reserves the right to immediately suspend, blacklist, or terminate accounts engaging in prohibited conduct, and to initiate legal proceedings for monetary recovery.
12. Strict Limitation of Liability
To the maximum extent permissible under applicable Indian law:
In no event shall BlazeEats be liable for any indirect, incidental, special, punitive, consequential, or exemplary damages, including loss of profits, goodwill, health complications resulting from undisclosed allergies, or business interruptions, regardless of the legal theory invoked.
13. Customer Indemnification
You agree to defend, indemnify, and hold harmless BlazeEats Private Limited, its directors, employees, riders, and agents from and against any claims, liabilities, damages, judgments, awards, losses, costs, expenses, or fees (including reasonable legal fees) arising out of or relating to: (a) your violation of these Terms, (b) your violation of any third-party rights, (c) inaccurate delivery information provided by you, or (d) any misconduct or abuse directed at delivery personnel.
14. Governing Law, Dispute Resolution & Jurisdiction
These Terms and all disputes or transactions arising hereunder shall be governed by, interpreted, and construed in accordance with the substantive laws of the Republic of India, without regard to conflict of law principles.
Any legal action, suit, or proceeding arising out of or relating to these Terms, the Platform, or an order shall be instituted exclusively in the competent courts having jurisdiction in New Delhi, India, and each party irrevocably submits to the exclusive jurisdiction of such courts.